Customer Success Manager

Summary

Rasa is a leader in generative conversational AI, enabling enterprises to build and deliver AI assistants. The company is seeking a Customer Success Manager to establish scalable customer relationships, drive product adoption, retention, and expansion, and support enterprise customers throughout the post-sale lifecycle.

Responsibilities

• Own a book of business of Rasa's enterprise customers, acting as their primary point of contact throughout the post-sale lifecycle (including renewals and expansions)
• Ensure customers onboard successfully and adopt Rasa effectively, working closely with stakeholders at all levels to unblock and enable
• Run kick-off calls, project meetings, QBRs, and renewals with professionalism and impact
• Identify expansion opportunities within your accounts, contributing to overall revenue growth
• Proactively address challenges, manage escalations, and maintain strong communications with customers
• Drive business value realization across the customer lifecycle and consistently surface that value back to customers through data, insights, and outcomes
• Maintain accurate account health and renewal forecasting to support broader retention planning

Skills

• Full-time - 100% remote - Location: USA, East Coast
• This is a remote position, but we cannot hire anybody outside of the USA for this position
• Rasa can not assist with work authorization (visa sponsorship) for this position
• You've managed a book of business and know how to run QBRs, onboardings, and renewals
• You have experience driving upsells and cross-sells, contributing to revenue growth
• You've held a technical role in the past, or regularly worked in a customer-facing role with technical / IT stakeholders; you can handle technical conversations and know when/how to escalate
• Ability to understand our product and the technology around it well enough to explain it credibly, run a short demo, and configure business logic yourself
• You've worked with large customers in a SaaS/technology context
• Excellent interpersonal skill: You communicate clearly, operate in a structured manner, and you build lasting customer relationships
• Cross-functional partnerships: Proven ability to collaborate cross-functionally with internal and external stakeholders
• You must be located in and a resident of the location(s) listed for us to proceed with your application

Qualifications

Must Haves

• Full-time - 100% remote - Location: USA, East Coast
• This is a remote position, but we cannot hire anybody outside of the USA for this position
• Rasa can not assist with work authorization (visa sponsorship) for this position
• You've managed a book of business and know how to run QBRs, onboardings, and renewals
• You have experience driving upsells and cross-sells, contributing to revenue growth
• You've held a technical role in the past, or regularly worked in a customer-facing role with technical / IT stakeholders; you can handle technical conversations and know when/how to escalate
• Ability to understand our product and the technology around it well enough to explain it credibly, run a short demo, and configure business logic yourself
• You've worked with large customers in a SaaS/technology context
• Excellent interpersonal skill: You communicate clearly, operate in a structured manner, and you build lasting customer relationships
• Cross-functional partnerships: Proven ability to collaborate cross-functionally with internal and external stakeholders
• You must be located in and a resident of the location(s) listed for us to proceed with your application

Benefits

• Flexible hours and a dedicated remote budget
• A stipend for professional development
• 6 paid education days
• Unlimited PTO
• Paid sick leave
• Paid public holidays
• A MacBook, and other tech to help you do your job
• Regular remote team events
• An annual company-wide offsite
• Health benefits
• 401(k) contribution with up to 4% match
• Equity options